Terms of Service

WHO: BUSY BEES MAID SERVICE, INC (BBMAIDS) is an independent, locally owned and operated cleaning company. Our employees are fully bonded and insured and we carry full liability, worker’s compensation insurance, and all payroll taxes are paid through the BBMAIDS office as staff of the company.

SATISFACTION GUARANTEED & QUALITY CONTROL: In the event that you are unhappy with the services you received, please contact the office within 24 hours and we will send a team to make it right. Our teams are quality inspected by management regularly. They may enter your space after the team leaves. These inspections ensure the highest quality standards. One thing that helps us provide you with a better cleaning service is your ongoing feedback. Please fill out your survey after every visit to help us continually improve the quality of the service you receive.

COMMUNICATION: It is very important that you contact us if you have questions or concerns about your cleaning service. We take great pride in our cleaning service and will make every reasonable effort to provide you with an excellent and professional cleaning service.

TEAM: We try to send the same team to you for each service, however, we cannot guarantee it due to illness, vacations, or other commitments. Our main priority is to clean your space consistently and with the quality you expect, and we have systems in place to ensure this. The team members we send to your space are always BBMAIDS employees and extensively trained in our cleaning systems. Any solicitation of BBMAIDS employees for outside employment (cleaning-related or not)  is a direct violation of this agreement and our terms of service and an employment finder fee may be assessed.

OFFICE HOURS: Our office is open M-F 7 AM to 4 PM. Voicemail is available after hours.

SERVICE HOURS: Our residential technicians work M-F 8 AM to 4 PM. Janitorial work starts as early as 6 AM M-F. We do not work nights and weekends.

EQUIPMENT AND SUPPLIES: We provide equipment and supplies to clean your space. If you want us to use a special product, please place it in a prominent location (like the kitchen counter) and let the office know that the technicians should be on the lookout for it. BBMaids will not assume any liability for damages to surfaces on any product provided by the client. We do not provide any consumables like toilet paper, paper towels, etc. We will restock dispensers with items that the client provides by their request.

ARRIVAL TIME: Our residential team operates from 7:45/8:00 AM to 4 PM. Occasionally they may need to stay late to finish the job. If we believe that a team will not be able to complete a job within the time frame specified due to delayed starts with weather or traffic, we will contact the client to discuss their preferences- either cleaning past the time we originally agreed upon or rescheduling to a different service day.

KEYS: Your space must be accessible to our teams on the agreed-upon day of your cleaning. We can provide a secure lockbox for your space for $35. If we are unable to access your space, we will charge a lockout fee of $50. This money is given directly to our cleaning technicians to maintain the income that was lost without fault. We do not hold onto client's keys.

CLUTTER: We do ask that you provide us with a clutter-free environment. If that is not the case, we may not be able to clean all aspects of your space in the allotted time which may result in inferior performance, or with prior approval, extra charges may be applied to accommodate the extra time needed.

SAFETY: Insurance and safety issues prohibit our teams from moving heavy objects, moving anything with electronics on top, or standing on furniture. We also prohibit our staff from handling any biohazards, including animal or bodily waste, rodent or insect droppings/ infestations, mold, blood, etc. We also are only able to use up to a 2-step ladder in your space to clean. That does limit our ability to clean some spaces, but we have extension poles that help us reach most places in your space.

SECURITY ALARMS: If your space has a security alarm, please ensure it is turned off on your scheduled cleaning day or provide us with the code and steps to turn it off. We will reset the alarm when we leave. We will not be held responsible for alarms set off if we are not given proper access codes or information on how to disable/enable them.

PETS: If you have pets, please pick up after them and secure them if they have any unwelcoming behavior. For sanitary and safety issues our teams are not permitted to clean bug-infested spaces or pick up animal excrement. If a pet’s behavior makes it unsafe for our team to work comfortably, service may need to be paused or rescheduled.

RESCHEDULING: Less than 1% of all scheduled cleanings have been moved due to unexpected circumstances, but it does happen occasionally. Sometimes the weather makes it unsafe for us to travel and carry equipment. Driveways, parking spaces, and sidewalks must be clear and accessible. Holidays may necessitate a schedule change. We appreciate your understanding in these circumstances.

PAYMENT POLICY: Payment is due at the end of each scheduled cleaning. We require a credit card to be on file that will be pre-authorized the day before the cleaning and will be billed the following business day. This is not a charge but a temporary hold to ensure payment can be processed. If the preauthorization fails, we will contact you to update your payment method to avoid service disruption.

SALES TAX: The State of Maryland requires sales tax on commercial/janitorial services. No sales tax will be assessed for residential services.

LATE FEE: Commercial services can be billed on a Net 30 basis. Services that remain unpaid after 30 days will be assessed a late fee of 3% per month. Residential services are expected to be paid by credit card on the day of the cleaning.

RETURNED CHECK FEE: A $35 fee will be charged for any check or ACH payment returned by the bank.

CANCELLATION & SKIP FEE: If you cancel, skip, or reschedule a service with less than a full business day's notice or day of service, there will be a $50 payroll recovery charge for routine clients and $100 payroll recovery charge for Initial/ Deep/ One Time cleanings. This money is passed directly onto our Cleaning Technicians to cover the loss of income through no fault of their own.

LOCKOUT FEE: If the team is unable to enter your space (double-bolt locks, animals not contained, the door is unanswered, or they are turned away at the door) there will be a $50 payroll recovery charge that is passed onto our technicians to cover loss of income, mileage, and time trying to gain entry. If we arrive and the initial entry instructions are not viable (ex: we expected a client to be home and answer the door but they did not or the garage keypad isn’t working, etc.) We will call the client to discuss options. If we do not reach them immediately we will leave a voicemail requesting that we be reached within 15 minutes to discuss alternate ways that we can get into the space. If we are unable to reach the client within 15 minutes and/or do not have a solution that is viable to that day’s schedule we may need to reschedule for a different day or a different time (with or without the same team) and will still apply the $50 payroll recovery charge.

SUSPENSION OF SERVICE: If any of the above fees have not been paid your service will be suspended until all fees have been paid in full. If service is suspended and you have not paid in full within 30 days we will consider you to have terminated service.

COLLECTION OF FEES: In addition to any amounts owed to BBMAIDS, you agree to be responsible for all reasonable collection and attorney’s fees we incur to bring your account current.

CANCELING YOUR SERVICE: We want to earn your service every time we come. It is agreed that this is an at-will relationship and no contract term is implied. Services may be canceled at any time and no contract is implied. To avoid cancellation charges at least one full business day’s notice is required.

DAMAGES & BREAKAGE: While our technicians take great care while cleaning your space, accidents can happen. We ask that you alert us to any especially delicate or sentimental items so that we can avoid them.  In the event of accidental breakage,  we will provide a credit for future services for incidental damages up to $500. Damages due to negligence or malpractice on our part will be handled by our insurance provider. In addition, we will only use BBMAIDS-approved products for cleaning your space. If you ask that we use your product, you assume all liability responsibility for any damage to your space caused by your products.